LEGAL

TIME WARNER CABLE BUSINESS CLASS

Service Agreement – Terms and Conditions

Clients subscribing to services on or after December 21, 2016, will be subject to new Commercial Terms of Service, which may be viewed at enterprise.spectrum.com. The new Commercial Terms of Service will be applicable to Service Orders placed prior to December 21, 2016, upon the later to occur of the expiration of the applicable Order Term or February 21, 2017.

 

TIME WARNER CABLE BUSINESS CLASS
Terms and Conditions

1.0 AGREEMENT

These Time Warner Cable Business Class Terms and Conditions (“Terms and Conditions”), and any Time Warner Cable Business Class Service Orders (as described in Section 2.2 below) are hereby incorporated into the Time Warner Cable Business Class National Service Agreement or the Time Warner Cable Business Class Service Agreement, as the case may be, (“Service Agreement”) and constitute the “Master Agreement” by and between Client and TWC (collectively, the “Parties” or each individually a “Party”) for the services specified on Service Orders (“Services”). The attachments to these Terms and Conditions (“Attachments”) further describe TWC’s services and are hereby incorporated into, and made a part of, these Terms and Conditions by this reference. The Attachments set forth additional terms and conditions for the applicable Service. "TWC" means the Time Warner Cable Enterprises LLC-affiliated entity that is providing the Services.

2.0 SERVICES AND SERVICE ORDERS

2.1 Subject to the terms and conditions of the Master Agreement, TWC shall provide Client with the Services in accordance with any Service Order entered into by the Parties. Client understands and agrees that certain Services may not be available in all TWC service areas and that TWC, upon entering into a Service Order with Client may, at TWC’s discretion, utilize one or more of its affiliates or third parties to deliver the Services (“Third Party Services”). The Third Party Services may be subject to additional terms and conditions. Unless otherwise set forth, TWC shall use commercially reasonable efforts to provide the Services seven (7) days a week, twenty four (24) hours a day, excluding scheduled maintenance, required repair and events beyond TWC’s reasonable control.

2.2 Client shall request Services by issuing to TWC one or more proposed service and/or work order(s) (in the form provided or approved by TWC) or via a mutually agreed electronic order entry system. Upon TWC’s acceptance of a proposed service and/or work order(s), such proposed service and/or work order(s), shall be deemed a “Service Order” hereunder and shall be deemed incorporated into, and made a part of, the Master Agreement by this reference. A proposed service and/or work order shall be deemed accepted upon the earlier of (a) TWC’s acceptance of such proposed service and/or work order in writing; or (b) TWC’s commencement of delivery of the Service(s) set forth in such proposed service and/or work order.

3.0 SERVICE & EQUIPMENT INSTALLATION

3.1 Client shall obtain and maintain, or ensure that each Client employee or branch office which uses the Service (each, an “End User”), shall obtain and maintain throughout the Term, such consents (including without limitation landlord and land owner consents) as are necessary to timely permit, and shall timely permit, TWC personnel to install, deliver, operate and maintain the Services and TWC Equipment (as defined in Section 4 below) at Client's and any End User’s facilities. Client shall permit TWC reasonable access to the Client's and any End User's facilities at any time as needed to install, configure, upgrade, maintain or remove the TWC Equipment and other Service components collocated at Client's or an End User’s facilities. Client shall make and maintain throughout the Term all reasonable site preparations necessary to permit the installation, construction, maintenance and operation of the Service and any TWC Equipment as specified by TWC and that is required to provide the Services. In addition, Client shall provide TWC with floor space, rack space, other space and clean power as is reasonably necessary for the installation, construction, and operation of TWC Equipment at the Client locations identified in a Service Order. Client shall not charge TWC, and shall ensure that TWC does not incur, any fees or expenses whatsoever in connection with Client’s provision of space, power or access as described in these Terms and Conditions, or otherwise in connection with Client’s performance of its obligations pursuant to this Section 3; and any such fees or expenses charged by an End User shall be borne solely by Client.

3.2 Provided that Client properly performs all necessary site preparation and provides TWC with all required consents, TWC shall use commercially reasonable efforts to install the Service in accordance with the requested Service start date indicated on a Service Order. TWC shall provide Client with a completion notice (“Completion Notice”) upon completion of the installation of a Service. In the event that TWC is unable to install the Service in accordance with the agreed upon schedule as a result of (a) Client’s (or its End User’s) failure to deliver any required materials, support or information to TWC; or (b) TWC not being able to obtain access to equipment or software at the installation location as necessary for installation of the Service, then Client shall pay TWC its standard installation fee for any installation trip made by TWC and an additional installation fee for each subsequent trip necessitated to perform the installation. Client shall perform interconnection of the Services and TWC Equipment with Client’s or an End User’s equipment, unless otherwise set forth in an Attachment or agreed in writing between the Parties.

4.0 SUPPORT & MAINTENANCE

TWC shall use commercially reasonable efforts to maintain the TWC-provided and installed equipment, including as applicable, any cabling, cable modems, related splitters, routers or other items (collectively, “TWC Equipment”), on TWC’s side of the demarcation points used by TWC to provide the Service. Equipment and services on Client’s side of the demarcation points, as well as any other Client-provided equipment, are the responsibility of Client. TWC shall provide a telephone number and email address for inquiries and remote problem support for the Service. All such Client support shall be provided only to Client’s designated personnel, as mutually agreed upon by TWC and Client. Client is responsible for all communications and interfaces with its End Users. In no event shall TWC be responsible for providing support for any network, equipment or software not provided and installed by TWC or for issues or problems beyond its control. Notwithstanding anything to the contrary in the foregoing, TWC shall use commercially reasonable efforts to restore any cable cuts on the TWC network and shall keep Client reasonably advised of such restoration progress. Client shall provide routine operational Service support for TWC Equipment and Service components collocated at Client's or an End User’s facility, including without limitation by performing reboots, as requested by TWC.

5.0 CLIENT OBLIGATIONS

5.1 Client’s use of the Service (including all content transmitted via the Service) shall comply with all applicable laws and regulations and the terms of the Master Agreement. Client shall not resell or redistribute (whether for a fee or otherwise) the Service, or any portion thereof, or make any use of the Service other than for Client’s internal business purposes, unless otherwise agreed in writing by TWC. Client shall ensure that its End Users’ use of the Service, if any, shall comply with all applicable laws and regulations and terms of the Master Agreement. TWC may audit Client's use of the Service remotely or otherwise, to ensure Client's compliance with the Master Agreement.

5.2 Client shall ensure that all TWC Equipment at Client’s and End Users’ facilities remains free and clear of all liens and encumbrances, and Client shall be responsible for loss or damage to the TWC Equipment while at Client's or an End User’s facilities. Client is responsible for ensuring that any Client equipment used in connection with the Services is protected from fraudulent or unauthorized access. Client is responsible for all access to and use of the Service (whether or not such use is fraudulent or authorized) and for the payment of all charges incurred on Client’s Service account, including any charges resulting from fraudulent or unauthorized access to any Client equipment until such time as Client informs TWC of such fraudulent or unauthorized access. In addition, as between the Parties, Client is responsible for: (a) all content that is viewed, stored or transmitted via the Service; and (b) all third party charges incurred for merchandise and services accessed via the Service, if any. Client shall conform its equipment and software, and ensure that each End User conforms its equipment and software, to the technical specifications for the Service provided by TWC.

5.3 Client shall not use, or allow the Services to be used, in a manner that would cause, or be likely to cause, TWC to qualify as a “Covered 911 Service Provider” as defined in 47 C.F.R. §12.4 or any successor provision of the rules of the Federal Communication Commission. For avoidance of doubt, Client and TWC agree that any failure to satisfy the covenants set forth in the preceding sentence shall constitute a material breach of the Master Agreement.

6.0 TERM

The Master Agreement shall commence on the earlier to occur of (a) the date of the last signature on the Service Agreement (the “Effective Date”) or (b) TWC’s commencement of delivery of the Service(s) set forth in a Service Order, and shall remain in effect for the term specified in the Service Agreement, or if no term is specified, until the expiration or termination of all Service Orders (the “Term”). The term for the applicable Service shall be set forth in the Service Order (“Initial Order Term”) and shall remain in effect until expiration as set forth in the Service Order. Unless otherwise specified in the Service Order, if the Client continues to receive Services after the expiration of the Initial Order Term, the Services shall renew on a month to month basis on the same terms and conditions (“Renewal Order Term”, collectively with Initial Order Term, “Order Term”). The fees for the Renewal Order Term shall be as set forth in Section 7.

7.0 PAYMENT

For each Service, Client shall pay TWC all recurring and non-recurring charges, fees and taxes, (which may include installation, construction, and activation charges, measured and usage-based charges, local, long distance, directory assistance and operator services calling charges, and equipment and facilities charges) (collectively the “Service Charges”) as set forth on the Service Order in accordance with the following payment terms: Service Charges shall be billed to Client on a monthly basis commencing upon installation, and are payable within thirty (30) days after the date appearing on the invoice. Client must bring any billing error to TWC’s attention within thirty (30) days after the date appearing on the applicable invoice or Client waives its right to a refund or credit associated with such billing error. TWC shall not defer any charges while Client awaits reimbursement, subsidy, discount or credit from any third party or government entity, and Client shall have the obligation to pay all charges regardless of the status of any such reimbursement, subsidy, discount or credit. TWC shall have the right to increase Service Charges for each Service after the Initial Order Term for such Service upon thirty (30) days written notice to Client. TWC may charge a late fee for any amounts which are not paid when due. The late fee shall be the lesser of one and one-half percent (1.5%) per month or the highest rate chargeable by law. Client shall also be responsible for all costs of collection (including reasonable attorneys' fees) to collect overdue amounts. If TWC fails to present a charge in a timely manner, such failure shall not constitute a waiver of the charges for the fees to which it relates, and Client shall pay such invoice in accordance with these payment terms.

8.0 TAXES

8.1 Client shall pay all federal, state, and local taxes, government fees, charges, surcharges or similar exactions imposed on the Services and/or products that are the subject of the Master Agreement including but not limited to state and local sales and use taxes, telecommunications taxes, federal and state universal service fund fees and/or state and local regulatory fees to the extent applicable. TWC shall have the right to recover from Client, and Client shall pay, the amount of any state or local fees, charges or taxes arising as a result of the Master Agreement that are imposed on TWC or TWC’s Services, or measured on TWC’s receipts, and any other costs or expenses that TWC is entitled under applicable law to pass through to or otherwise charge Client for Client’s use or receipt of the Services. Such fees or taxes shall be invoiced to Client in the form of a surcharge included on Client’s invoice. TWC shall be responsible for and shall pay all taxes measured by TWC’s net income. To the extent that a dispute arises as to which Party is liable for fees or taxes under the Master Agreement, Client shall bear the burden of proof in showing that the fee or tax is imposed upon TWC’s net income. This burden may be satisfied by Client producing written documentation from the jurisdiction imposing the fee or tax indicating that the fee or tax is based on TWC’s net income. Client shall provide TWC any and all documentation substantiating a claim for exemption from taxes or fees prior to the date that Services are first provided under the Master Agreement. Client hereby consents that TWC may disclose such written documentation, which may include a tax exemption form, to any governmental authority. To the extent such documentation is held invalid for any reason, Client shall reimburse TWC for any tax or fee liability including without limitation related interest and penalties arising from such invalid documentation.

8.2 Client acknowledges that currently, and from time to time, there is uncertainty about the regulatory classification and/or treatment of some of the Services TWC provides and, consequently, uncertainty about what fees, taxes and surcharges are due from TWC and/or its clients. Client agrees that TWC has the right to determine, in its sole discretion, what fees, taxes and surcharges are due and to collect and remit them to the relevant governmental authorities, and/or to pay and pass them through to Client. Client hereby waives any claims it may have regarding TWC’s collection or remittance of such fees, taxes and surcharges. Client understands that it may obtain a list of the fees, taxes and surcharges that TWC currently collects or passes through by writing to TWC at the following address and requesting same: Time Warner Cable Enterprises LLC, 7800 Crescent Executive Drive, Charlotte, North Carolina, 28217; Attention: Subscriber Tax Inquiries.

9.0 PROPRIETARY RIGHTS AND CONFIDENTIALITY

9.1 All materials including, but not limited to, any TWC Equipment (including related firmware), software, data and information provided by TWC, any identifiers or passwords used to access the Service or otherwise provided by TWC, and any know-how, methodologies or processes including, but not limited to, all copyrights, trademarks, patents, trade secrets, any other proprietary rights inherent therein and appurtenant thereto, used by TWC to provide the Service (collectively “TWC Materials”) shall remain the sole and exclusive property of TWC or its suppliers. Nothing herein is intended to convey any right or ownership interest to Client or any other person or entity in or to such TWC Materials. Client shall acquire no interest in the TWC Materials by virtue of the payments provided for under the Master Agreement. Client may use the TWC Materials solely for Client's use of the Service during any applicable Order Term and the same may not be transferred by Client to any other person, corporation or entity. Client may not disassemble, decompile, reverse engineer, reproduce, modify or distribute the TWC Materials, in whole or in part, or use them for the benefit of any third party. All rights in the TWC Materials not expressly granted to Client in the Master Agreement are reserved to TWC. Client shall not open, alter, misuse, tamper with or remove the TWC Equipment as and where installed by TWC, and shall not remove any markings or labels from the TWC Equipment indicating TWC (or its suppliers) ownership or serial numbers.

9.2 Client shall maintain in confidence, and not to disclose to third parties or use, except for such use as is expressly permitted in the Master Agreement, the TWC Materials and any other information and materials provided by TWC in connection with the Master Agreement, that are identified or marked as confidential or are otherwise reasonably understood to be confidential, including but not limited to the content of the Master Agreement.

9.3 If software is provided to Client under the Master Agreement, TWC grants Client a limited, nonexclusive and non-transferable license to use such software, in object code form only, solely for the purpose of using the Service for Client’s internal business purposes during the applicable Order Term.

10.0 MONITORING, EQUIPMENT UPGRADES AND MODIFICATIONS

TWC has the right, but not the obligation, to upgrade, modify and enhance the TWC Equipment (including related firmware) and the Service and take any action that TWC deems appropriate to protect the Service and its facilities. TWC has the right to add to, modify or delete any provision of these Terms and Conditions. TWC shall notify Client of any material adverse change to these Terms and Conditions or Service descriptions by posting such modified Terms and Conditions or Service description on the TWC web site or by email, or, if applicable, in the appropriate TWC tariff. Upon the effectiveness of any addition, modification or deletion, Client’s continued use of the Services shall constitute Client’s consent to such addition, modification or deletion, and agreement to continue to be bound by the Master Agreement. In any event, if TWC modifies the Services or these Terms and Conditions and such modification has a material adverse impact on Client’s ability to use the Service, Client may, within the thirty (30) day period following the date of such modification, terminate, without penalty, the Service Order relating to the affected Service.

11.0 TERMINATION

11.1 Either Party may terminate the Master Agreement or a Service Order: (a) upon thirty (30) days written notice to the other Party of the other Party’s material breach of the Master Agreement or the applicable Service Order, provided that such material breach is not cured within such thirty (30) day period; (b) immediately, in the event that the other Party liquidates, is adjudicated as bankrupt, makes an assignment for the benefit of creditors, invokes any provision of law for general relief from its debtors, initiates any proceeding seeking general protection from its creditors, or is removed or delisted from a trading exchange (each a “Bankruptcy Event”); or (c) immediately, in the event that, after entering into such Service Order, TWC conducts a site survey and learns that the construction costs shall require a material increase in the Service Charges. In the event that Client fails to comply with any applicable laws or regulations or the terms of the Master Agreement, upon thirty (30) days written notice TWC may suspend or discontinue any applicable Service in whole or in part without further notice, provided that such failure is not cured within such thirty (30) day period. In addition, TWC may immediately terminate or suspend Client’s or its End User’s use of the Service if such use is determined by TWC, in its sole discretion, to be resulting in a material degradation of the TWC network, until such time as such degradation has been remedied. In the event of a suspension of Service, TWC may require the payment of reconnect or other charges before restarting the suspended Service.

11.2 Upon the termination or expiration of the Master Agreement (including all Service Orders): (a) TWC’s obligations under the Master Agreement shall cease; (b) Client shall promptly pay all amounts due and owing to TWC for Service delivered prior to the date of termination or expiration, and any deinstallation fees, if any; (c) Client shall promptly cease all use of any software provided by TWC under the Master Agreement, and shall return such software to TWC; and (d) Client shall return to TWC or permit TWC to remove, in TWC’s discretion, the TWC Equipment in the same condition as when received, ordinary wear and tear excepted. Client shall reimburse TWC for the reasonable and documented costs of the repair or replacement, at TWC’s discretion, of any TWC Equipment not returned in accordance with this Section 11.

11.3 In addition, notwithstanding anything to the contrary in the Master Agreement, in the event this Master Agreement or any Service Order hereunder terminates for any reason other than TWC’s material breach or a Bankruptcy Event impacting TWC (as permitted in Sections 11.1(a) or (b)) or as permitted in Section 11.1(c) above, Client shall, at TWC’s discretion: (a) promptly pay TWC the full amount of the Service Charges that Client would have been charged for the remainder of the Initial Order Term or the then-current Renewal Order Term; or (b) reimburse TWC for all volume, term or other discounts and credits provided in anticipation of full performance of Client’s obligations and any unpaid portion of the installation or construction fee.

11.4 The provisions of sections 7 - 9, 11 - 15, 17.1, 18, 19, 21 – 23, 25 and 26 and the Attachments shall survive the termination or expiration of the Master Agreement.

12.0 INDEMNIFICATION

Client shall defend, indemnify and hold harmless TWC, its affiliates, its service providers and suppliers and their respective officers, directors, employees and agents, from and against third party claims, losses, liabilities, damages, costs and expenses, including reasonable attorneys’ and other professionals’ fees, arising out of or relating to: (a) the use of the Service, including but not limited to a breach of Section 5 of these Terms and Conditions; (b) personal injury or property damage caused by the negligence or willful misconduct of Client or its employees or agents; or (c) any fees, fines or penalties incurred by TWC as a result of Client’s violation of the 10% Rule as set forth in Attachment D.

13.0 DISCLAIMER OF WARRANTY

CLIENT ASSUMES TOTAL RESPONSIBILITY FOR USE OF THE SERVICE AND USES THE SAME AT ITS OWN RISK. TWC EXERCISES NO CONTROL OVER AND HAS NO RESPONSIBILITY WHATSOEVER FOR THE CONTENT TRANSMITTED OR ACCESSIBLE THROUGH THE SERVICE, AND TWC EXPRESSLY DISCLAIMS ANY RESPONSIBILITY FOR SUCH CONTENT. EXCEPT AS SPECIFICALLY SET FORTH IN THE MASTER AGREEMENT, THE SERVICE, TWC EQUIPMENT AND TWC MATERIALS ARE PROVIDED “AS IS,” WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF TITLE, NON-INFRINGEMENT, SYSTEM INTEGRATION, DATA ACCURACY, QUIET ENJOYMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. NO ADVICE OR INFORMATION GIVEN BY TWC, ITS AFFILIATES OR ITS CONTRACTORS OR THEIR RESPECTIVE EMPLOYEES SHALL CREATE ANY WARRANTY. TWC DOES NOT REPRESENT OR WARRANT THAT THE SERVICE WILL MEET CLIENT’S REQUIREMENTS, PREVENT UNAUTHORIZED ACCESS BY THIRD PARTIES, BE UNINTERRUPTED, SECURE, ERROR FREE, WITHOUT DEGRADATION OF VOICE QUALITY OR LOSS OF CONTENT, DATE OR INFORMATION OR THAT ANY MINIMUM TRANSMISSION SPEED IS GUARANTEED AT ANY TIME. EXCEPT AS SET FORTH IN THE MASTER AGREEMENT, TWC DOES NOT WARRANT THAT ANY SERVICE OR EQUIPMENT PROVIDED BY TWC SHALL PERFORM AT A PARTICULAR SPEED, BANDWIDTH OR THROUGHPUT RATE. IN ADDITION, CLIENT ACKNOWLEDGES AND AGREES THAT TRANSMISSIONS OVER THE SERVICE MAY NOT BE SECURE. CLIENT FURTHER ACKNOWLEDGES AND AGREES THAT ANY DATA, MATERIAL OR TRAFFIC OF ANY KIND WHATSOEVER CARRIED, UPLOADED, DOWNLOADED OR OTHERWISE OBTAINED THROUGH THE USE OF THE SERVICE IS DONE AT CLIENT’S OWN DISCRETION AND RISK AND THAT CLIENT SHALL BE SOLELY RESPONSIBLE FOR ANY DAMAGE TO CLIENT’S OR AN END USER’S COMPUTER SYSTEM OR EQUIPMENT (INCLUDING NETWORK EQUIPMENT) OR LOSS OF SUCH DATA, MATERIAL OR TRAFFIC DURING, OR THAT RESULTS FROM, CLIENT’S OR ITS END USERS’ USE OF THE SERVICE INCLUDING, BUT NOT LIMITED TO, CLIENT’S OR END USERS’ SENDING OR RECEIVING, OR UPLOADING OR DOWNLOADING, OR ATTEMPTS TO DO SAME, OF SUCH DATA, MATERIAL OR TRAFFIC. IN ADDITION, CLIENT ACKNOWLEDGES AND AGREES THAT TWC’S THIRD PARTY SERVICE PROVIDERS DO NOT MAKE ANY WARRANTIES TO CLIENT UNDER THE MASTER AGREEMENT AND TWC DOES NOT MAKE ANY WARRANTIES ON BEHALF OF SUCH SERVICE PROVIDERS UNDER THE MASTER AGREEMENT, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO WARRANTIES OF TITLE, MERCHANTABILITY, NON-INFRINGEMENT, FITNESS FOR A PARTICULAR PURPOSE, SYSTEM INTEGRATION, DATA ACCURACY OR QUIET ENJOYMENT.

14.0 LIMITATION OF LIABILITY

IN NO EVENT SHALL TWC BE LIABLE TO CLIENT, AN END USER OR ANY THIRD PARTY FOR ANY INCIDENTAL, INDIRECT, CONSEQUENTIAL, SPECIAL OR PUNITIVE DAMAGES ARISING OUT OF OR RELATING TO THE MASTER AGREEMENT, REGARDLESS OF WHETHER TWC HAD BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. TWC’S AGGREGATE LIABILITY FOR ANY REASON AND ALL CAUSES OF ACTION ARISING OUT OF OR RELATING TO THE MASTER AGREEMENT (INCLUDING, BUT NOT LIMITED TO, CONTRACT, TORT (INCLUDING NEGLIGENCE) AND STRICT PRODUCT LIABILITY) SHALL BE LIMITED TO THE FEES PAID OR OWED BY CLIENT UNDER THE SERVICE ORDER THAT IS THE SUBJECT MATTER OF THE CLAIM IN THE SIX (6) MONTHS PRECEDING THE DATE THE CLAIM ARISES. IN NO EVENT SHALL TWC’S AFFILIATES, THIRD PARTY SERVICE PROVIDERS OR SUPPLIERS HAVE ANY LIABILITY TO CLIENT UNDER THE MASTER AGREEMENT. TWC SHALL NOT BE RESPONSIBLE FOR ANY LOSSES OR DAMAGES ARISING AS A RESULT OF THE UNAVAILABILITY OF THE SERVICE, INCLUDING THE INABILITY TO REACH 911 OR OTHER EMERGENCY SERVICES, THE INABILITY TO CONTACT A SECURITY SYSTEM OR REMOTE MEDICAL OR OTHER MONITORING SERVICE PROVIDER OR ANY FAILURE OR FAULT RELATING TO CLIENT-PROVIDED EQUIPMENT, FACILITIES OR SERVICES.

15.0 DISCLOSURE OF CLIENT INFORMATION

Client’s privacy interests, including Client’s ability to limit disclosure of certain information to third parties, may be addressed by, among other laws, the Federal Telecommunications Act (the “Telecommunications Act”), the Federal Cable Communications Act (the “Cable Act”), the Electronic Communications Privacy Act, and, to the extent applicable, state laws and regulations. Client proprietary network information and personally identifiable information that may be collected, used or disclosed in accordance with applicable laws is described in Attachment B (Voice Services), the Subscriber Privacy Policy, and, if applicable, in TWC’s tariff, which are incorporated into, and made a part of, the Master Agreement by this reference. The Subscriber Privacy Policy is available at www.twc.com/legal (the “Subscriber Privacy Policy”). In addition to the foregoing, Client hereby acknowledges and agrees that TWC may disclose Client's and its employees' personally identifiable information as required by law or regulation, or the American Registry for Internet Numbers (“ARIN”) or any similar agency, or in accordance with the Subscriber Privacy Policy or, if applicable, tariff. In addition, TWC shall have the right (except where prohibited by law), but not the obligation, to disclose any information to protect its rights, property and/or operations, or where circumstances suggest that individual or public safety is in peril.

16.0 FORCE MAJEURE

Notwithstanding anything to the contrary in the Master Agreement, a Party shall have no liability to the other due to circumstances beyond its control, including, but not limited to, acts of God, terrorism, flood, fiber cuts, natural disaster, regulation or governmental acts, fire, civil disturbance, weather, or any unauthorized access to or destruction or modification of the Service, in whole or in part (each a “Force Majeure Event”). Notwithstanding anything to the contrary in the Master Agreement, Client may terminate the affected Service Order(s) in its entirety and without penalty if a Force Majeure Event continues for more than ten (10) consecutive days and prevents TWC from delivering the Service under such Service Order(s).

17.0 REGULATORY AND LEGAL CHANGES, POLE ATTACHMENT AND CONDUIT CHARGES, TARIFFS

17.1 In the event of any change in applicable law, regulation, decision, rule or order, including without limitation any new application of or increase in any government- or quasi-government-imposed fees or charges that increases the costs or other terms of TWC’s delivery of Service to Client, or, in the event of any increase in pole attachment or conduit charges applicable to any facilities used by TWC in providing the Service, Client acknowledges and agrees that TWC may pass through to Client any such increased fees or costs, but only to the extent of the actual increase, provided TWC notifies Client at least thirty (30) days in advance of the increase. In such case, and if such increase materially increases the fees or charges due by Client under the Master Agreement for the applicable Service, Client may, within thirty (30) days after notification of such increase, terminate the affected Service without incurring termination liability, provided Client notifies TWC at least fifteen (15) days in advance of Client’s requested termination date. Further, in the event that TWC is required to file tariffs or rate schedules with a regulatory agency or otherwise publish its rates in accordance with regulatory agency rules or policies respecting the delivery of the Service or any portion thereof, and TWC is required under applicable law to apply those rates to Client’s purchase of Service under the Master Agreement, then the terms set forth in the applicable tariff or rate schedule shall govern TWC’s delivery of, and Client’s use or consumption of the Service. In addition, if TWC determines that offering or providing the Service, or any part thereof, has become impracticable for legal or regulatory reasons or circumstances, then TWC may terminate the Master Agreement and any affected Service Orders without liability, by giving Client thirty (30) days prior written notice or any such notice as is required by law or regulation applicable to such determination.

17.2 The Master Agreement, including the Attachments and the Service Order(s), are subject to all applicable federal, state or local laws and regulations in effect in the relevant jurisdiction(s) in which TWC provides the Services. If any provision of the Master Agreement, the Attachments, or the Service Order(s) contravene or are in conflict with any such law or regulation, then the terms of such law or regulation shall take priority over the relevant provision of the Master Agreement, the Attachments, and/or the Service Order(s). If the relevant law or regulation applies to some but not all of the Service(s) being provided under the Master Agreement, then such law or regulation shall take priority over the relevant provision of the Master Agreement, the Attachments, and the Service Order(s) only for purposes of those Service(s) to which the law or regulation applies. Except as explicitly stated in the Master Agreement, nothing contained in the Master Agreement shall constitute a waiver by TWC of any rights under applicable laws or regulations pertaining to the installation, construction, operation, maintenance or removal of the Services, facilities or equipment.

18.0 ENTIRE AGREEMENT

The Master Agreement, including without limitation all Attachments, sets forth the entire agreement between the Parties with respect to the subject matter hereof and supersedes all previous written or oral agreements or representations between the Parties with respect to such subject matter.

19.0 ORDER OF PRECEDENCE

Each Service shall be provisioned pursuant to the terms and conditions of the Master Agreement. In the event that TWC permits a Client to use its own standard purchase order form to order the Service, the Parties hereby acknowledge and agree that the terms and conditions hereof shall prevail notwithstanding any variance with the terms and conditions of any purchase order submitted by Client, and any different or additional terms contained in such purchase order shall have no force or effect. To the extent that the terms of any Service Order are inconsistent with the terms of the Master Agreement (excluding the terms of any such Service Order), the terms of the Master Agreement (excluding the terms of any such Service Order) then the terms of the Service Order shall control.

20.0 COMPLIANCE WITH LAWS

As between the Parties, TWC shall obtain and maintain at its own expense all licenses, approvals and regulatory authority required by law with respect to TWC’s operation and provision of the Services as contemplated in the Master Agreement, and Client shall obtain and maintain at its own expense all licenses, approvals and regulatory authority required by law with respect to Client’s use of the Services as contemplated in the Master Agreement. Unless specified otherwise in the Master Agreement, each Party shall give all notices, pay all fees and comply with all laws, ordinances, rules and regulations relating to its performance obligations specified in the Master Agreement.

21.0 ARBITRATION

EXCEPT FOR CLAIMS FOR INJUNCTIVE RELIEF, AS DESCRIBED BELOW, ANY PAST, PRESENT, OR FUTURE CONTROVERSY OR CLAIM ARISING OUT OF OR RELATED TO THE MASTER AGREEMENT SHALL BE BROUGHT IN THE BOROUGH OF MANHATTAN, CITY OF NEW YORK AND SHALL BE RESOLVED BY BINDING ARBITRATION ADMINISTERED BY THE AMERICAN ARBITRATION ASSOCIATION UNDER ITS COMMERCIAL ARBITRATION RULES, INCLUDING, IF APPLICABLE, THE SUPPLEMENTARY PROCEDURES FOR THE RESOLUTION OF CONSUMER RELATED DISPUTES. CONSOLIDATED OR CLASS ACTION ARBITRATIONS SHALL NOT BE PERMITTED. THE ARBITRATOR OF ANY DISPUTE OR CLAIM BROUGHT UNDER OR IN CONNECTION WITH THE MASTER AGREEMENT SHALL NOT HAVE THE POWER TO AWARD INJUNCTIVE RELIEF; INJUNCTIVE RELIEF MAY BE SOUGHT SOLELY IN AN APPROPRIATE COURT OF LAW. NO CLAIM SUBJECT TO ARBITRATION UNDER THE MASTER AGREEMENT MAY BE COMBINED WITH A CLAIM SUBJECT TO RESOLUTION BEFORE A COURT OF LAW. THE ARBITRABILITY OF DISPUTES SHALL BE DETERMINED BY THE ARBITRATOR. JUDGMENT UPON AN AWARD MAY BE ENTERED IN ANY COURT HAVING COMPETENT JURISDICTION. IF ANY PORTION OF THIS SECTION IS HELD TO BE UNENFORCEABLE, THE REMAINDER SHALL CONTINUE TO BE ENFORCEABLE.

22.0 GOVERNING LAW; JURISDICTION; CLAIMS

The interpretation, validity and enforcement of the Master Agreement, and all legal actions brought under or in connection with the subject matter of the Master Agreement, shall be governed by the law of the State of New York (except that any conflicts-of-law principles of such state that would result in the application of the law of another jurisdiction shall be disregarded). Any legal action brought under or in connection with the subject matter of the Master Agreement shall be brought only in the United States District Court for the Southern District of New York or, if such court would not have jurisdiction over the matter, then only in a New York State court sitting in the Borough of Manhattan, City of New York. Each party submits to the exclusive jurisdiction of these courts and agrees not to commence any legal action under or in connection with the subject matter of the Master Agreement in any other court or forum. Each Party waives any objection to the laying of the venue of any legal action brought under or in connection with the subject matter of the Master Agreement in the Federal or state courts sitting in the Borough of Manhattan, City of New York, and agrees not to plead or claim in such courts that any such action has been brought in an inconvenient forum. Any claim that Client wishes to assert under the Master Agreement must be initiated not later than one (1) year after the claim arose.

23.0 SEVERABILITY; WAIVER

In the event that any portion of the Master Agreement is held to be invalid or unenforceable, the invalid or unenforceable portion shall be construed in accordance with applicable law as nearly as possible to reflect the original intentions of the parties set forth in the Master Agreement and the remainder of the Master Agreement shall remain in full force and effect. No waiver of any breach or default under the Master Agreement shall be deemed to be a waiver of any preceding or subsequent breach or default. To be legally binding on TWC, any waiver must be in writing.

24.0 ASSIGNMENT

Client may not assign the Master Agreement without the prior written consent of TWC, and any assignment in violation of this Section shall be null and void. TWC may assign its rights and obligations under the Master Agreement, in whole or in part, including, without limitation, to any affiliate without the prior written approval of or notice to Client. Client understands and agrees that, regardless of any such assignment, the rights and obligations of TWC in the Master Agreement may accrue to, or be fulfilled by, any affiliate, as well as by TWC and/or its subcontractors.

25.0 PUBLICITY

Client may not issue a press release, public announcement or other public statements regarding the Master Agreement without TWC’s prior written consent.

26.0 NO THIRD PARTY BENEFICIARIES; RELATIONSHIP OF THE PARTIES

There are no third party beneficiaries to the Master Agreement. The Parties to the Master Agreement are independent contractors.

27.0 TWC.COM

Client agrees that its use of the Time Warner Cable site shall comply with the Site Terms of Use and Site Privacy Policy available at http://www.timewarnercable.com/legal/privacy-policy.html

28.0 NOTICES

Any notice under the Master Agreement shall be given in writing and shall be deemed to have been given when actually received by the other Party. Notices shall be delivered to Client and TWC at the respective addresses set forth above, or to such other address as is provided by one Party to the other in writing. Notices to TWC shall include a cc to: Time Warner Cable Enterprises LLC, 60 Columbus Circle, New York, New York, 10023, Attn: General Counsel, Fax: (212) 364-8254.

29.0 COUNTERPARTS

The Master Agreement may be executed in counterparts, each of which shall be deemed an original and all of which together shall constitute one and the same instrument.

 

 

Attachment A

Business Class Cable TV Service
(“Cable TV Service”)

Cable TV Service: If Client selects to receive the Cable TV Service, TWC shall provide basic and standard cable services. Music Choice® shall be considered a part of the Cable TV Service. Client understands and agrees that premium program services, such as HBO, Cinemax, Showtime, and The Movie Channel, may not be received or shown on any television receivers located in any public areas, such as lounges, dayrooms, visiting areas or other common areas used by groups or the general public, nor shall Client authorize or approve of any copying, taping or duplicating thereof.

TWC shall have the right to add, modify, or delete channel line-ups.

Client’s use of the Cable TV Service is subject to the following additional terms and conditions:

  • In the event that changes in technology require the use of specialized equipment to continue to receive Cable TV Services, TWC shall provide such TWC Equipment and Client shall pay for such TWC Equipment at the same rate charged by TWC to commercial clients in the municipality in which Client’s property receiving the Cable TV Service is located.
  • Client shall take all necessary precautions to ensure that the Cable TV Service is received only by authorized parties, and that no part of the Cable TV Service is received at any other location, including but not limited to locations where an admission fee, cover charge, minimum or like sum is charged. Without limiting the generality of the foregoing, Client understands and agrees that the Cable TV Service is provided solely for use by Client at the Client’s premises. Client may not resell the Cable TV Service, or any portion thereof, redistribute the Cable TV Service, or any portion thereof, whether or not Client receives compensation for such redistribution, or otherwise connect or provide access to the Cable TV Service, or any portion thereof, to any other person or entity.
  • Client shall not order, or attempt to order, UFC, Boxing or other video programming which is authorized for distribution to TWC residential subscribers only.
  • Client shall permit TWC to conduct audits at periodic intervals as needed to ascertain, among other things, the number of television sets receiving the Cable TV Service.
  • In the event that any TWC audit reveals that Client's usage of the Cable TV Service exceeds Client's rights under the Master Agreement, Client shall pay TWC an amount equal to one and a half times the Service Charges that would have been due for such excessive usage as liquidated damages and not as a penalty. In addition, Client shall either discontinue any excess usage or thereafter continue to pay the applicable Service Charges for such additional usage.
  • Client shall not interfere with, alter or substitute any of the programs, information or content offered as part of the Cable TV Service, which are transmitted over any of the channels provided hereunder without the prior written consent of TWC.
  • Client acknowledges that certain uses by Client of music contained in programming on TWC video services may constitute “public performances” of such music and may subject Client to additional licensing requests from ASCAP, BMI and/or SESAC (“PROs”). TWC is not responsible for any fees due to PROs on account of public performances by Client of music contained in TWC video service. Music Choice® service is licensed to Client for commercial use, but may not be used in any dance hall, discotheque, skating rink, arena or other similar establishment or any establishment where an entry fee is charged.
  • The monthly Service Charges set forth in a Service Order for Cable TV Service do not include applicable taxes, regulatory fees, franchise fees and public access fees. Notwithstanding anything to the contrary in the Master Agreement, the monthly Service Charges for the Cable TV Service are subject to change in accordance with commercial Cable TV rate increases applied to commercial clients.

 

 

Attachment B

Business Class Phone Service, Business Class SIP Trunk Service and Business Class PRI Service
(collectively, “Voice Services”)

Business Class Phone Service: If Client selects to receive the Business Class Phone Service, Client will receive telephone service consisting of one or more telephone lines and a variety of features, as described more fully in the applicable Service Order.

Client shall also have the option of selecting to receive Business Class Phone Service as part of the Teleworker Service (as defined in Attachment C of these Terms and Conditions) to provide telephone service to up to two (2) phone lines per End User of Client, at the End User residential location of the End Users set forth on a Service Order. If Client selects to receive Business Class Phone Service as part of the Teleworker Service, Client represents and warrants that Client has obtained all legally-required consents and other permissions from End Users receiving the Business Class Phone Service to enable TWC to report usage, billing and other identifying information regarding each such End User directly to both Client and to the applicable End User.

Business Class SIP Trunks Service: If Client selects to receive the Business Class SIP Trunks Service, Client will receive voice and call processing services via one or more concurrent calls using a Session Initiation Protocol (“SIP”) connection to the Client’s private branch exchange (“PBX”) or other equipment facilities and services (“Client-provided equipment” or “CPE”), and a variety of features, as described more fully in the applicable Service Order.

Business Class PRI Service: If Client selects to receive the Business Class PRI Service, Client will receive voice and call processing services via a full or fractional DS-1 level Primary Rate Interface (“PRI”) connection to Client’s PBX or other CPE, and a variety of features, as described more fully in the applicable Service Order.

As a Business Class SIP Trunk Service or Business Class PRI Service client**, Client will receive:

Alternate Routing: automatically reroutes all incoming calls to a pre-determined phone number in the event of a service outage, PBX outage, or power outage affecting inbound call processing.

In addition, as a Business Class SIP Trunk Service or Business Class PRI Service client**, Client may select to receive the following Business Class SIP Trunk Service option or Business Class PRI Service option:

Trunk Overflow: automatically reroutes all inbound calls to a pre-determined phone number when all channels are in use.

Custom Caller ID for Trunks: permits Client to define the telephone number that TWC makes available to call recipients for Caller ID purposes.

Client’s use of the Voice Services is subject to the following additional terms and conditions:

Client acknowledges that the voice-enabled cable modem used to provide Business Class Phone Service and the Integrated Access Device (“IAD”) used to provide the Business Class PRI Service or Business Class SIP Trunk Service are electrically powered and that the Voice Services, including the ability to access 911 services and alarm, security, medical and other monitoring services, may not operate in the event of an electrical power outage or a TWC network service interruption. Client also acknowledges that, in the event of a power outage at Client or any End User’s facility, any back-up power supply provided with a TWC-provided voice-enabled cable modem or IAD may enable service for a limited period of time or not at all, depending on the circumstances, and that the use of a back-up power supply does not ensure that the Voice Service will be available in all circumstances. Client shall specifically advise every end user of the Voice Service that the Business Class voice-enabled client premises equipment is electrically powered and, in the event of a power outage or Time Warner Cable network failure, the Voice Service and E911 may not be available. Client shall distribute to all end users of the Voice Services labels/stickers (to be supplied by TWC) and instruct all end users of the Voice Services to place them on our near the equipment used in conjunction with the Voice Service. The location and address associated with the Voice Service will be the address identified on the Service Order (the “Master Address”).

Client is not permitted to move TWC Equipment from the Master Address in which it has been installed. If Client moves the voice-enabled cable modem or IAD to an address other than the Master Address identified on the Service Order, calls from the modem or IAD to 911 will appear to 911 emergency service operators to be coming from the Master Address identified on the Service Order and not the new address.

In some geographic areas, the Voice Service does not provide the capability to support Enhanced 911 service from multiple locations or from a location other than the Master Address. In those areas, if Client intends to assign telephone numbers to one or more locations other than the Master Address, Client shall obtain from the incumbent LEC, a competitive LEC, or Time Warner Cable a local telephone line or lines and ensure that (1) the address(es) associated with the additional location(s) are loaded into the 911 database by the provider of the local telephone line(s) such that 911 calls will deliver to the 911 answering point the actual location and address of the 911 caller and (2) all 911 calls originated from the additional location(s) are transported and delivered over those local telephone lines. In such areas, Client further agrees to defend, indemnify and hold harmless TWC, its affiliates, its service providers and suppliers and their respective officers, directors, employees and agents, from and against third party claims, liabilities, damages and expenses, including reasonable attorneys’ and other professionals’ fees, arising out of or relating to 911 calls made by end users of the Voice Service from locations other than the Master Address.

Client will be notified by TWC as to whether the Voice Services to which Client subscribes include the capability to support Enhanced 911 service from multiple locations or from a location other than the Master Address. Client agrees that TWC will not be responsible for any losses or damages arising as a result of the unavailability of the Voice Service, including the inability to reach 911 or other emergency services, the inability to contact a security system or remote medical or other monitoring service provider or any failure or fault relating to Client-provided equipment, facilities or services; the use of third-party enterprise 911 solutions or Client’s attempt to access the Voice Service from a remote location.

If Client activates Custom Caller ID for Trunks, which permits a client to define the telephone number that TWC makes available to call recipients for Caller ID purposes, the telephone number chosen must be active and assigned to Client. Custom Caller ID for Trunks may be used only where Client employs a client premises equipment solution that ensures that 911 and other emergency calls placed by an End User are routed to an appropriate public safety answering point or other responding agency based on the caller’s location, in a manner consistent with applicable law. By activating Custom Caller ID for Trunks, Client represents and warrants that it employs such a client premises equipment solution and agrees to continue using such a solution until Client discontinues its use of Custom Caller ID for Trunks. Telemarketers or other entities using Custom Caller ID for Trunks must comply with applicable federal and state law, including obligations requiring identification of: (i) the telemarketer or the party on whose behalf the telemarketing call is made and (ii) the calling party’s number (“CPN”), automatic number identification (“ANI”), or client service number of the party on whose behalf the telemarketing call is made. The use of substitute or fictitious CPN, ANI, or other calling party information is prohibited. Custom Caller ID for Trunks may not be used by any person or entity in connection with any unlawful purpose.

Client acknowledges that TWC does not guarantee that the Voice Service will operate with alarm, security, medical and/or other monitoring systems and services or Client-provided equipment, facilities and services (“Alarm Services”). Client must ensure that all Alarm Services and related signal transmission services are tested to validate that they remain fully operational after installation of Voice Service. Client is solely responsible for obtaining such testing from the appropriate Alarm Service providers, ensuring that such testing is completed in a timely manner, and confirming that the Alarm Services and any related Client-provided equipment, facilities and systems that are connected to the Voice Service operate properly. Client is solely responsible for any and all costs associated with this activity.

TWC’s obligation is to provide Voice Service to the client-accessible interface device or equipment installed by TWC at the TWC network demarcation point on the Client’s premises. Client is solely responsible for coordinating and completing any and all rearrangement, augmentation and configuration of Client-provided equipment, facilities and systems to be used with the Voice Service and connecting such equipment, facilities and systems to the TWC network interface device or equipment. Client must notify TWC at least seventy-two (72) hours prior to the Client’s scheduled installation appointment if the Client seeks to reschedule installation for any reason. Additional charges may apply for non-standard installation and missed installation appointments.

Client agrees to provide TWC and its authorized agents with access to Client’s internal telephone wiring at the network interface device or at some other minimum point of entry in order to facilitate the installation and operation of the Voice Service over existing wiring. Client hereby authorizes TWC to make any requests from Client’s landlord, building owner and/or building manager, as appropriate and to make any requests necessary to other or prior communications service providers as necessary and appropriate to ensure that TWC has all access to inside wiring and cabling necessary and sufficient to efficiently and securely install the Voice Service and all related equipment.

Information relating to Client calling details (“Calling Details”), including the quantity, configuration, type, destination and amount of Voice Service usage by Client, and information contained in Client’s bills (collectively, “Client Proprietary Network Information” or “CPNI”), that is obtained by TWC pursuant to its provision of the Voice Service will be protected by TWC as described herein, in the Subscriber Privacy Policy and in accordance with applicable federal and state requirements. Notwithstanding the foregoing, the following shall not be CPNI: (i) Client’s directory listing information, and (ii) aggregated and/or compiled information that does not contain client-specific references, even if CPNI was used as a basis for such information.

TWC may use and disclose Calling Details and CPNI when required by applicable law. TWC may use Calling Details and CPNI and share (including via e-mail) Calling Details and CPNI with its partners and contractors, as well as with Client’s employees and representatives, without Client consent: (i) to provide services and bills to Client; (ii) pursuant to applicable law; (iii) to protect the interests of TWC, Client and related parties in preventing fraud, theft of services, abuse, harassment and misuse of telephone services; (iv) to protect the security and integrity of TWC’s network systems; and (v) to market additional TWC services to Client that are of the same category as the services that Client purchases from TWC. TWC will obtain Client’s consent before using Calling Details or CPNI to market to Client TWC services that are not within the categories of services that Client purchases from TWC. Client agrees that, except as provided in Section 14.0 of the Terms and Conditions and applicable law, TWC will not be liable for any losses or damages arising as a result of disclosure of Calling Details and CPNI.

Client may obtain from TWC Calling Details showing Client’s outbound calls made within a trailing 90-day period. Client may access this information by logging in through Client’s secure account information page on TWC’s web portal or by requesting such information in writing or by telephone call to TWC. If Client has not been assigned a designated account representative, TWC will respond to Client requests for Client Calling Details only in compliance with TWC’s then-current authentication requirements and applicable law. Such authentication requirements may require Client to obtain a secure password, which may be required for both online and telephone requests for Calling Details. TWC will provide the requested Calling Details by sending a printout or CD containing the requested information to the Client’s account address of record or by making the document or information available to Client or Client’s employee at a TWC retail location upon presentment of a valid government-issued photo ID by Client. TWC will notify Client of any requests to change account passwords, activate online account access and change Client’s account address of record. TWC may provide such notice by voicemail, by e­mail or by regular mail to Client’s prior account address of record.

If TWC has assigned a designated account representative to Client, Client may identify a person or persons who are authorized to request Calling Details from the designated account representative, with or without further identity authentication, at Client’s option, and may designate the means by which TWC will provide such information to Client (e.g., electronically, by fax, by mail, orally or otherwise) (“Calling Detail Preauthorization Plan”). Thereafter, TWC will provide requested Calling Detail in accordance with the Calling Detail Preauthorization Plan. Client is responsible for: (i) ensuring that TWC receives timely notice of any changes to the list of authorized individuals (ii) the accuracy of Client-defined additional authentication information and practices; and (iii) maintaining the security and confidentiality of the Calling Detail Preauthorization Plan. TWC will not be liable to Client for any disclosure of Calling Detail (including CPNI) that occurs if TWC has complied with the Calling Detail Preauthorization Plan.

In the event that a material error or omission in Client’s directory listing information, regardless of form, is caused by TWC, Client’s sole and exclusive remedy shall be a partial service credit in an amount set by TWC’s then-current standard policies or as prescribed by applicable regulatory requirements, if any. Notwithstanding the foregoing, TWC shall have no other liability for any error or omission in any directory listing information. If a minutes of use (“MOU”) package minutes are exceeded, any additional minutes will be charged at the standard domestic long distance rates listed at http://business.twc.com.

If a Business Class PRI Service or Business Class SIP Trunk Service client elects to receive the Trunk Overflow or Alternative Routing option(s), Client is responsible for turning the applicable option(s) on and setting up or changing the applicable destination number(s) via the TWC client portal, and ensuring that the receiving telephone number(s) has adequate capacity to accept the calls generated as a result of these options. If the receiving telephone number is charged as domestic long distance, charges will be applied against Client’s MOU package on the account or, if exceeded, at the applicable long distance rates.

Client agrees to comply and ensure any End Users comply with TWC’s Voice Services Policy, available at http://www.timewarnercable.com/legal/privacy-policy.html, which is incorporated into, and made a part of, the Terms and Conditions by this reference.

** For those clients that purchased the Business Class PRI Service prior to April 1, 2013, Trunk Overflow and Alternative Routing may be available on an individual case basis, as determined by TWC. Please contact your TWC sales representative for further information.

 

 

Attachment C

Business Internet Access, Dedicated Internet Access, and Burstable Dedicated Internet Access
(collectively, “Data Services”)

Business Internet Access (“BIA Service”): BIA is Internet access service implemented using a hybrid fiber/coax (“HFC”) access network. The Client interface to a cable modem is via Ethernet connection. By taking advantage of DOCSIS Class of Service (“CoS”) capabilities, BIA data traffic can be prioritized over residential Internet traffic, but CoS cannot be guaranteed beyond the TWC network (i.e., across other internet service provider backbones). BIA enables a variety of asymmetrical upstream and downstream rates. If Client selects to receive the BIA Service, TWC shall provide connectivity from the number of Client sites set forth in a Service Order to the Client’s data network. Client shall be permitted to connect any number of computers within Client's identified sites to the BIA Service, provided that use does not exceed the standard bandwidth provided by TWC.

Client shall also have the option of selecting to receive the BIA Service as part of the Teleworker Service (as defined below) to provide internet connectivity at the residential location of the limited number of End Users of Client set forth on a Service Order. If Client selects to receive the BIA Service as part of the Teleworker Service, Client represents and warrants that Client has obtained all legally-required consents and other permissions from End Users receiving the BIA Service to enable TWC to report usage, billing and other identifying information regarding each such End User directly to both Client and to the applicable End User.

The “Teleworker Service” provides Internet connectivity to a Client’s employee's computer(s) located at the employee's residential location (each a “RC”) via a cable modem installed by TWC in the employee’s RC. Client shall identify on a Service Order each Client employee on whose behalf Client is ordering the Teleworker Service. Each RC connection may be used by one Client employee solely for Client’s internal business purposes.

Dedicated Internet Access (“DIA Service”): If Client selects to receive the DIA Service, TWC shall provide Client with a dedicated, scalable connection over a packet-based infrastructure with Internet service provider (“ISP”) peering between Client’s data network identified on a Service Order and the TWC facility identified on a Service Order.

Burstable Dedicated Internet Access (“Burstable DIA Service”): If Client selects to receive the Burstable DIA Service, TWC shall provide Client with a dedicated, burstable, scalable connection over a packet-based infrastructure, with a committed minimum speed (“Committed Information Rate” or “CIR”) and the ability to burst to maximum available physical port speed, between Client’s data network identified on a Service Order and the TWC facility identified on a Service Order.

Client’s use of the Data Services is subject to the following additional terms and conditions:

  • TWC’s provision of any Data Service is subject to availability.
  • TWC shall allow Client employees to use (however in no event shall TWC be responsible for) a Virtual Private Network (“VPN”) and to allow the VPN to pass through the cable modem of any Data Service, as applicable, provided that TWC shall have the right to disconnect (or demand the immediate disconnection of) any such Data Service that degrades any service provided to other subscribers on the TWC network.
  • Client shall not upload, post, transmit or otherwise make available on or via the Data Service any material (including any message or series of messages) that violates or infringes in any way upon the rights of others, that is unlawful, threatening, abusive, obstructive, harassing, libelous, invasive of privacy or publicity rights, that in the circumstances would be obscene or indecent, that constitutes hate speech, that is otherwise offensive or objectionable, or that encourages conduct that would constitute a criminal offense, give rise to civil liability or otherwise violate any law. TWC may remove content that in its judgment violates these standards.
  • TWC shall have the right, but not the obligation, to: (a) monitor traffic and content on its network, in its sole discretion, including through the use of automatic content filters (including without limitation spam, virus, and adult language sniffers and filters); and (b) monitor Client’s bandwidth utilization and to limit excessive use of bandwidth (as determined by TWC) as TWC deems appropriate to efficiently manage its network. In the event that any TWC audit reveals that Client's usage of a Data Service exceeds Client's rights under the Master Agreement, Client shall pay TWC an amount equal to one and a half times the Service Charges that would have been due for such excessive usage as liquidated damages and not as a penalty. In addition, Client shall either discontinue any excess usage or thereafter continue to pay the applicable Service Charges for such additional usage. In addition, TWC shall have the right, but not the obligation, to: (i) review public content associated with the Data Services, including chat rooms, bulletin boards and forums, in order to determine compliance with the Master Agreement and any rules now or hereafter established by TWC; and (ii) remove (or demand the removal of) any such content that TWC determines to be unacceptable or to violate the terms of the Master Agreement or any bandwidth utilization limitations.
  • Each tier or level of Data Services has limits on the maximum throughput rate at which Client may send and receive data at any time and the maximum throughput rate may be achieved in bursts, but generally shall not be sustained on a consistent basis. The throughput rate experienced by Client at any time shall vary based on numerous factors, including without limitation, the condition of Client’s inside wiring, computer configurations, Internet and TWC network congestion, time of day and the accessed website servers, among other factors.

 

 

Attachment D

Business Class Data Transport Services: Ethernet Solutions
(“Ethernet Service”)

Ethernet: If Client selects to receive the Ethernet Service, TWC shall provide Client with a dedicated circuit connection between Client’s data network and the TWC facility identified on a Service Order. The Ethernet Services shall be limited to the capacity set forth on a Service Order.

Client’s use of Ethernet Service is subject to the following additional terms and conditions:

  • TWC’s provision of Ethernet Services is subject to availability.
  • TWC shall have the right to disconnect (or demand the immediate disconnection of) any such Ethernet Service that degrades any service provided to other subscribers on the TWC network.
  • Client shall not transmit or otherwise make available on or via the Ethernet Service any material (including any message or series of messages) that violates or infringes in any way upon the rights of others, that is unlawful, threatening, abusive, obstructive, harassing, libelous, invasive of privacy or publicity rights, that in the circumstances would be obscene or indecent, that constitutes hate speech, that is otherwise offensive or objectionable, or that encourages conduct that would constitute a criminal offense, give rise to civil liability or otherwise violate any law.
  • TWC shall have the right, but not the obligation, to (a) monitor traffic and content on its network, in its sole discretion, including through the use of automatic content filters (including without limitation spam, virus, and adult language sniffers and filters); and (b) monitor Client’s bandwidth utilization and to limit excessive use of bandwidth (as determined by TWC) as TWC deems appropriate to efficiently manage its network. In the event that any TWC audit reveals that Client's usage of the Ethernet Service exceeds Client's rights under the Master Agreement, Client shall pay TWC an amount equal to one and a half times the Service Charges that would have been due for such excessive usage as liquidated damages and not as a penalty. In addition, Client shall either discontinue any excess usage or thereafter continue to pay the applicable Service Charges for such additional usage.
  • Each tier or level of Ethernet Service has limits on the maximum throughput rate at which Client may send and receive data at any time and the maximum throughput rate may be achieved in bursts, but generally shall not be sustained on a consistent basis. The throughput rate experienced by Client at any time shall vary based on numerous factors, including without limitation, the condition of Client’s inside wiring, computer configurations, Internet and TWC network congestion, time of day and the accessed servers, among other factors.
  • Client represents and warrants that Client’s use of Ethernet Services shall be such that the Ethernet Service shall be deemed jurisdictionally interstate, pursuant to the Federal Communications Commission’s mixed use “10% Rule” (47 C.F. R. 36.154, 4 FCC Red. 1352), and shall notify TWC in the event of breach or threatened breach of the foregoing. If, as a result of Client’s use of Ethernet Services, the Ethernet Services are deemed not to be jurisdictionally interstate pursuant to the 10% Rule, then Client shall be liable for any resulting fees, fines, penalties and costs incurred by TWC. In addition, if TWC determines that Client’s use of the Ethernet Services is likely to be deemed not to be jurisdictionally interstate, and therefore that TWC’s provision of the Ethernet Services is likely to put TWC’s franchises, licenses, permits or business at risk, or otherwise cause regulatory problems for TWC, then TWC may immediately suspend the provision of any or all Ethernet Service under any or all affected Service Orders until such time as either (a) Client provides TWC with satisfactory assurances that Client’s use of Ethernet Services shall be deemed to be jurisdictionally interstate or (b) TWC is otherwise brought into full compliance with any applicable laws and regulations.

 

 

Attachment E**

Access to Business Class Cloud Services – Hosted Exchange and SharePoint (“Cloud Services”)

Cloud Services: The Cloud Services include messaging ("Hosted Exchange") and collaboration ("SharePoint 2010") services offered via the Microsoft suite. Client can elect to receive the Hosted Exchange service only or both the Hosted Exchange and SharePoint 2010 services. Client cannot receive the SharePoint 2010 service only. Client’s access to and use of the Cloud Services shall be managed through the TWC Cloud Services portal (the “Cloud Services Portal”).

  1. Prerequisite. In order to receive the Cloud Services, Client must (a) be an existing client of a Data Service (as defined in Attachment C) or (b) purchase the Cloud Services in conjunction with Client’s purchase of a Data Service. If a Client’s Data Services are cancelled or terminated for any reason, Client’s Cloud Services shall terminate immediately without notice from or liability to TWC.
  2. Term. The Cloud Services are available for purchase on a fixed term basis of 1 year or greater and on a month-to-month basis. Client’s selected Order Term will be designated on the applicable Service Order.
  3. SharePoint 2010 Generally. SharePoint 2010 is a platform that allows clients to share information and collaborate efficiently through team workspaces, document storage and content management. SharePoint 2010 enables users to locate information quickly and efficiently and work with others more productively.
  4. Hosted Exchange Generally. Subject to the minimum commitment in Section 6 below, the Hosted Exchange service can include one or more of the following types of mailboxes, as well as BlackBerry Access, only as designated on a Service Order or as added by Client through the Cloud Services Portal: Premium Mailboxes, Standard Mailboxes, Basic Mailboxes and/or Resource Mailboxes.

     


    *A Resource Mailbox is a mailbox that represents conference rooms and company equipment. Resource mailboxes can be included as resources in meeting requests, providing a way to manage the scheduling of resources for an organization.

  5. Additional Services. The Hosted Exchange service includes Advanced Anti-Virus/Anti-Spam. For an additional charge, Clients also can elect to receive Archiving and/or Encryption services as part of their Hosted Exchange service. Archiving and/or Encryption fees will not begin to accrue per each mailbox until the applicable mailbox becomes active.
  6. Minimum Commitments and Volume Discounts for Hosted Exchange. Notwithstanding anything to the contrary, Client is subject to the following minimum commitments with respect to the Hosted Exchange services:

    1. Client agrees to purchase a minimum of 3 Premium Mailboxes, or 3 Standard Mailboxes or a combination of 3 Premium Mailboxes and Standard Mailboxes. If Client’s Order Term is on a month-to-month basis, during the Order Term, Client is required to purchase and pay for a minimum of 3 Premium Mailboxes, 3 Standard Mailboxes, or a combination of 3 Premium Mailboxes and Standard Mailboxes. If Client’s Order Term is on a fixed term of 1 year or greater, during the Order Term, Client is required to pay for the minimum charges set forth in Client’s initial Service Order regardless of whether Client uses any or all such mailboxes.
    2. Volume discounts are available for Cloud Services purchased on a fixed term basis of 1 year or greater. The initial volume discount tier for Client’s Cloud Services is determined by the total number of mailboxes sold to Client at the time of the initial Service Order for the Hosted Exchange service. Any mailboxes added by Client via the Cloud Services Portal will be provided at the same volume discount tier as those mailboxes set forth in the initial Service Order. Volume discounts are not available for Cloud Services purchased on a month-to-month basis.
    3. The minimum commitments in this Attachment E shall apply throughout the Order Term for the Hosted Exchange service, regardless of whether Client actually uses and/or decommissions such mailboxes.
  7. Client Administrator. At the time of placement of the initial Service Order for the Cloud Services, Client is required to designate a “Client Administrator” and provide TWC with an email address for the Client Administrator. The email address provided must use a domain name that is different than the Client domain(s) used for the Hosted Exchange service. This email address will be used by TWC for purposes of communicating with Client, including delivery of initial welcome credentials and account information. The Client Administrator will be provided a user name, password and URL for access to and use of the Cloud Services Portal. The Client Administrator will have the authority to make changes to Client’s Cloud Services account including cancellation of and/or adding or deleting mailboxes to the Cloud Services to the extent permitted by the Terms and Conditions. The Client Administrator may also appoint a secondary administrator with the authority to make such changes.
  8. Information. Client acknowledges that it is Client’s and it’s End Users’ responsibility to ensure that any data or information submitted to TWC during the provisioning of the Cloud Services (e.g. Client Administrator name and email contact and payment information) is true, accurate and up-to-date. Client shall keep TWC informed of any changes in any such information.
  9. Service Activation. In order for an End User to use the Cloud Services, the Client Administrator must first activate and assign a mailbox to the applicable End User, including setting the End User profile and configuring appropriate services for each End User account. Upon service activation, End Users will have the option of migrating their existing email accounts to Client’s Cloud Services domain(s). Client Administrator and End Users may migrate their existing email accounts by using the documentation and, if applicable, the migration tool (Migration Wizard) provided by TWC. Client’s and its End User’s use of the migration tool is conditioned upon Client’s representation that Client has the right to provide TWC and its third party providers with (a) access to the applicable email mailboxes and the content thereof, and (b) the right to capture and transfer all materials included as part of such email mailboxes.
  10. Client Care Support.

    1. Service Activation Support. TWC offers phone, email and remote support to assist with Client’s service activation efforts as part of the Cloud Services. The TWC care team is available to assist Client Administrator and End Users as follows:

      1. - Setting up client accounts.
      2. -Configuring Cloud Services on behalf of Client.
      3. -Logging on to the End User’s PC and installing Outlook client on the End User’s behalf.
      4. -Receiving Client and End User credentials and configuring the automatic email migration tool to migrate emails from their previous email domain to the TWCBC email domain.
      5. -Setting up Client Outlook profiles, permitted user lists and blocked user lists.
      6. -Helping Client perform updates and changes on the Cloud Services Portal on behalf of Client.
      7. -Helping with general questions on transitioning email services into Cloud Services.
    2. Service Purchase Support. Upon the request and permission of Client or Client Administrator, TWC representatives may log on to the Cloud Services Portal and order additional Cloud Services on behalf of Client.
    3. General Support. Clients shall contact TWC to request general support for the Cloud Services and agree not to contact TWC’s third party providers for such support. When providing remote assistance, with permission from Client, Client’s Administrators or End Users, TWC representatives may install, configure and test software related to Client’s Cloud Services. Client must use the TWC provided remote desktop management software in order to receive remote assistance with service activations and other TWC support services.

      1. - OBO (On-Behalf-Of) --- Client acknowledges that in order for TWC to perform certain support and/or care functions (including the service activation support described above), authorized TWC staff members may utilize a proxy feature called On-Behalf-Of ("OBO"). OBO enables the TWC staff member to log into Client’s Cloud Services Portal control panel in order to perform functionality that Client has access to, all without the need of requesting Client to provide a username or password. Any access or transactions conducted via this OBO feature are automatically logged for security purposes. Client hereby consents to TWC’s use of OBO to perform support and care functions in connection with Client’s Cloud Services.
  11. Access and Audit Rights. As a Cloud Services provider, TWC is required to access, test and audit Cloud Services system information for limited purposes. Client acknowledges and agrees that the Cloud Services (and Client data contained therein) may be accessed by or on behalf of TWC (remotely or otherwise) for administrative tasks, to monitor Client’s use of the Cloud Services to ensure compliance with license and usage limitations, to respond to technical problems and/or queries related to the Cloud Services, and to test and ensure the proper working of the Cloud Services. In addition, Client acknowledges and agrees that TWC may disclose Client’s location and usage information to TWC’s third party Cloud Service providers, solely as required by such providers. If Client or an End User requests TWC or its third party service providers to debug or repair an account or to access individual emails, Client hereby grants permission for, and represents and warrants that it has all necessary consents and authority to allow TWC (and its necessary third party service providers) to perform such work, access such emails and modify the data stored therein to the extent reasonably necessary to resolve the problem. Client understands that in some cases, this may involve TWC or its third party service providers viewing, in human-understandable form, the contents of the data and may result in damage to such contents.
  12. Additional Terms of Use. In addition, Client and its End Users:

    1. shall not use the Cloud Services in violation of any applicable law or in a manner that knowingly facilitates or furthers the violation of any applicable law;
    2. shall not use the Cloud Services to (i) send spam or otherwise duplicative or unsolicited messages in violation of applicable laws, including unsolicited bulk messages or unsolicited commercial messages; (ii) upload, download, export, import, send, store or otherwise make available, any material (including any message or series of messages) that are infringing, obscene, threatening, libelous, or otherwise unlawful or tortuous, including material harmful to children, obscene or indecent, that constitutes hate speech, is otherwise offensive or objectionable or that violates any third party’s privacy rights; (iii) upload, download, export or import, send, store or otherwise make available, material containing software viruses, worms, Trojan horses or other harmful computer code, files, scripts, agents or programs; (iv) interfere with or disrupt the integrity, function or performance of the Cloud Services, TWC’s or a third party service provider’s networks or computer systems, or data contained therein; (v) gain or attempt to gain unpermitted access by any means to any TWC or third party service provider’s computer system, network or database; or (vi) cause damage to TWC’s or any other party’s property, or that encourages conduct that would constitute a criminal offense, give rise to civil liability or otherwise violate any law;
    3. shall use the Cloud Services solely for processing their own data, and shall not use or require any third party to use any data obtained via the Cloud Services for any unlawful purpose;
    4. shall use commercially reasonable efforts to prevent unauthorized access to the Cloud Services and shall notify TWC promptly of any such unauthorized access;
    5. shall not (i) license, sublicense, sell, resell, rent, lease, transfer, distribute, time share or otherwise commercially exploit or make the Cloud Services available to any third party as a part of a service bureau arrangement or otherwise; or (ii) use the Cloud Services other than as provided herein or in a way that is intended to harm TWC, its third party service providers and its and their affiliates, partners, vendors or clients;
    6. shall not attempt to use or access the email migration services provided by TWC using any software or service other than the migration tool provided by TWC;
    7. shall not attempt to use or access the Cloud Services account of another person without authorization from the account holder;
    8. shall not use any unauthorized means to modify or reroute, or attempt to modify or reroute, the Cloud Services;
    9. shall not knowingly damage, disable, overburden or impair the Cloud Services or otherwise knowingly interfere with anyone’s use and enjoyment of the Cloud Services;
    10. shall not (i) make copies of the Cloud Services or (ii) attempt to reverse-engineer, or otherwise discover or recreate any part of the Cloud Services (including any code, technology or methodology used in connection with the Cloud Services);
    11. shall not use the Cloud Services (i) to migrate any data or materials that TWC or its third party providers otherwise state as being prohibited, from the Cloud Services; or (ii) other than for their intended purposes;
    12. shall not use the Cloud Services for any mission or life-critical purposes, including the migration of any data which, if lost or corrupted, could endanger the health or safety of any person or otherwise in any application or situation where the failure of the Cloud Services could lead to death, serious personal injury of a person, or to severe physical or environmental damage (“High Risk Use”). Examples of High Risk Use include, but are not limited to, the operation of nuclear or chemical facilities, navigation or communication systems for aircraft or other modes of human mass transportation, life support systems, implantable medical equipment, motor vehicles or weapons systems environments. TWC and its third party providers disclaim any express or implied warranty of fitness for such high risk activities;
    13. shall not remove, modify or obscure any copyright, trademark or other proprietary rights notices that are contained in or on the Cloud Services; and
    14. shall only run one instance of Microsoft Outlook on a single device for each Premium Mailbox ordered pursuant to the Cloud Services.
  13. Taxation. For purposes of applying state and local sales and use tax to the sales of Cloud Services provided hereunder, TWC assumes that Client will use the Cloud Services at the location of the Client Administrator, and as such, will apply the state and local sales attributable to such location. If Client has or will have End Users in areas outside of the location of the Client Administrator, it is the responsibility of Client to inform TWC by accurately listing the locations of its End Users in Client’s global address book.
  14. Termination/Suspension/Cancellation of Cloud Services.

    1. Client understands and agrees that Client’s access to the Cloud Services may be terminated or suspended if, at any time, continued provision of the Cloud Services would compromise the security of the Cloud Services due to misuse of the Cloud Services, hacking attempts, denial of the service attacks, mail bombs or other malicious activities either directed at or originating from Client’s domains or systems.
    2. Client understands and agrees that Client’s access to the Cloud Services may be interrupted at any time to perform emergency maintenance or repair services on the Cloud Services.
    3. In the event of any failure by Client to comply with the terms and conditions of this Attachment E, TWC or its third party service provider will have the right in its sole discretion, to immediately suspend access to the Cloud Services or terminate the Cloud Services, in TWC’s sole discretion.
    4. Upon termination or cancellation of the Cloud Services for any reason whatsoever, TWC and/or its third party providers may reverse any configurations made to their systems and/or any DNS/name servers under their control that were implemented in order to provide the Cloud Services. It shall be Client’s responsibility to ensure that the requisite changes are made to any DNS/name servers not under TWC’s or its third party providers’ control and to inform Client’s ISP of the need to reroute inbound email.
    5. Upon cancellation or termination of Cloud Services (including any archiving services), Client acknowledges and agrees that Client and any Client Administrator will no longer have access to the Cloud Services Portal and End Users will no longer have the ability to send and receive emails. Client shall be responsible for downloading and extracting all Client data prior to any cancellation or termination request by Client. Each cancellation request shall include the account to be terminated and shall be effective upon receipt.
  15. Purchasing Additional Cloud Services. Once Client has executed an initial Service Order with TWC for the Cloud Services, Client may purchase additional Cloud Services through the Cloud Services Portal.

** For those clients that purchased Cloud Services prior to September 10, 2012, those Cloud Services are governed by the terms and conditions (including the applicable Attachment) that were in effect at the date of purchase. Upon request, TWC will provide Client a copy of such terms and conditions.

 

 

Attachment F

Intentionally Omitted

 

 

 

Attachment G

Multi-Channel Video Service (HD Video for Hospitality, HD Video for Healthcare, HD Video Pro)

Multi-Channel Video Service: TWC shall provide the customized cable television programming (“Multi-Channel Video Service”) to Client’s location(s) identified in a Service Order (“Property”), which programming shall be subject to change at TWC’s discretion; provided that TWC shall use reasonable efforts to substitute similar or comparable programming in the event that any of the programming services cease to be available. If the Parties agree in writing, Multi-Channel Video Service may include HBO, Showtime/TMC, Cinemax, or STARZ (collectively, “Premium Services”).

TWC and Client acknowledge that Client has elected to receive two or more tiers of video programming service, including the “broadcast basic” level which, under Federal law, must be purchased as a condition to receipt of other tiers of video service, and Client acknowledges that it is able to purchase the broadcast basic level of service on a stand-alone basis. Client further acknowledges that all programming services included on each service tier selected by Client are being made available by TWC to Client and that the display of particular services at various locations within Client’s premises is at client’s discretion.

TWC owns and shall at all times have the exclusive right to access, control, maintain, upgrade, use and operate its Multi-Channel Video Service and related network and systems (“Systems”), except for (i) any video display terminals (“Connections”) or inside wiring owned and maintained by Client or a third party, and (ii) any conduit, risers, raceways or other spaces where the System is located that are owned by Client or a third party, in which case (as between Client and TWC) Client shall own such items and Client hereby grants to TWC the non-exclusive right to access and use such space during the Term. The System is not, and shall not be deemed to be, affixed to or a fixture of the Property, and nothing is intended to convey any right or ownership of any portion of the System to Client or any other person or entity. Client shall be liable for any and all theft, damage and/or loss to the System, or any portion thereof, installed at the Property, except to the extent of any negligence or willful misconduct on the part of TWC.

Client’s use of the Multi-Channel Video Service is subject to the following additional terms and conditions:

  1. Multi-Channel Video Service shall not include pay-per-view, video-on-demand or any visual content other than the mutually-agreed upon Multi-Channel Video Service channel line-up.
  2. Client shall take all necessary precautions to ensure that the Multi-Channel Video Service is received only by authorized parties, and that no part of the Multi-Channel Video Service is received at any other location, including but not limited to locations where an admission fee, cover charge, minimum or like sum is charged, nor shall Client authorize or approve of any copying, taping or duplicating thereof. Multi-Channel Video Service is available for use at commercial establishments and other non-residential buildings (such as a bar, restaurant or fraternal organization). In commercial establishments with public viewing, only the Multi-Channel Video Service lineup(s) that is approved for public viewing may be used.
  3. Client shall permit TWC reasonable access to Client and any End User facilities, to inspect the facilities at periodic intervals to ascertain, among other things, the number of television sets receiving the Multi-Channel Video Service. Client, at its sole expense, shall furnish, install and maintain the inside wiring.
  4. Client shall not order, or attempt to order, UFC, Boxing or other video programming which is authorized for distribution to TWC residential subscribers only.
  5. Client, at its sole expense, shall furnish, install, program and maintain all Connections. The Connections shall be installed and programmed by Client in consultation with TWC and any specifications provided by TWC to Client in writing.
  6. Client shall not interfere with, alter or substitute any of the programs, information or content offered as part of the Multi-Channel Video Service, which are transmitted over any of the channels provided without the prior written consent of TWC. Under no circumstances shall Client have any right to encode, alter, reformat, delete or otherwise modify the Multi-Channel Video Service, including without limitation delivery method and any programming contained within the Multi-Channel Video Service, without the express written consent of TWC. The limitations of this paragraph shall not apply to formatting of programming as agreed by TWC and Client.
  7. Client shall provide all first level contact and support to its authorized users relating to the System and Multi-Channel Video Service. In the event of any disruption, failure, or degradation of the Multi-Channel Video Service lasting for twenty-four (24) consecutive hours or more, Client shall use all reasonable efforts to diagnose the cause of the Multi-Channel Video Service impacting event. In the event that the Multi-Channel Video Service impacting event is reasonably determined to be caused by the signal delivered by TWC, Client shall contact the designated TWC technical support contact for resolution.
  8. The inside wiring shall be installed by Client in consultation with TWC and any specifications provided by TWC to Client in writing. TWC shall not be responsible for, and Client shall not be entitled to any credit or rebate for an outage which may be due to a fault or failure with respect to any inside wiring, Connections or any systems, equipment or facilities of any third party, including but not limited to, instances where such outage is due to the Client’s failure to promptly provide TWC with access to the Property to inspect, monitor, repair, and/or replace the Systems or Multi-Channel Video Service.
  9. Notwithstanding anything to the contrary in the Master Agreement, the Service Charges for the Multi-Channel Video Service are subject to change consistent with commercial Multi-Channel Video Service rate increases applied to commercial clients.
  10. In the event that Client closes for renovation a Property which is receiving the Multi-Channel Video Service, TWC will allow Client to put the Multi-Channel Video Service account for such Property in a suspend mode and billing will be suspended until such time as the Property is reopened for business. If any such suspension occurs during the Initial Order Term for the Multi-Channel Video Service, such Initial Order Term shall be extended for the period of time that the account was in suspend mode. Client shall notify TWC thirty days in advance of any billing suspension and/or resumption as permitted herein. If billing is not resumed for any suspended Multi-Channel Video Service account within one year of the initial suspension thereof, the termination charge described in Section 11.3 of the Master Agreement shall apply.


    Client’s use of the Set back Box Product (“SBB”) available as part of the Multi-Channel Video Service (the “SBB Offering”) is subject to the following additional terms and conditions:

    1. All terms set forth in this Attachment G shall apply to the SBB Offering except to the extent modified below.
    2. Notwithstanding Section 1 above, the SBB Offering includes certain video-on-demand programming.
    3. Notwithstanding Section 4 above, TWC shall install and program all Connections for the SBB Offering. Client shall ensure the availability of Connections that are compatible with the SBB Offering including, without limitation, the provision and use of appropriate tuners and Connections having HDTV compatibility.
    4. If Client desires for the front desk portal and the TV user interface associated with the SBB Offering to be co-branded (with TWC’s and Client’s brands), then Client shall provide TWC a copy of Client’s logo in accordance with TWC’s technical specifications and hereby grants TWC a right and license to use such logo for purposes of such co-branding.